Overview
Family and Carer Ambassador. Provides practical and emotional support to families and carers of those with complex mental health needs. Offers advocacy to ensure families, carers and patients’ needs and views are heard and acted on, regardless of communication needs. Identifies and addresses cross‑organisational challenges. Works with key agencies across health, education, social care and voluntary sector, including links with adult services where transition planning to adult services is needed or where families/carers are receiving adult service support.
As a Family and Carer Ambassador, you will be proactive, compassionate and detail‑oriented with strong organisational and communication skills. This is a new post with opportunities to shape the role and build relationships with stakeholders and partners. Lived experience is a key aspect of this role.
Responsibilities
* Work with carers and families from admission to the unit to discharge.
* Help carers/families understand the inpatient system and processes and provide high quality information that is easy to understand.
* Proactively work with allocated inpatient units to support communication between the clinical unit and carers/families, enabling a compassionate and responsive approach.
* Empower families/carers to access information and participate in planning (with CYP consent).
* Have knowledge and networks of the local area to support carers and families with information and signposting.
* Act as liaison with the Unit on family and carer matters, supporting quality improvement initiatives for robust and inclusive engagement/involvement.
* Help families/carers raise concerns and escalate them when necessary.
* Champion the role of families/carers as partners within units and ensure their voices are heard and their role is valued in the patient’s inpatient care pathway.
* Maintain accurate records and comply with local procedures for record keeping, confidentiality and security.
* Act as a champion for families, carers, patients and their interests and involve the public and patients in policy development and decision‑making.
* Ensure all public and patient contact with the office is of the highest professional standard.
* Embed patient and public involvement at all levels of decision making.
* Provide carer support to carers, friends and families of those admitted to the ward.
* Ensure all 72‑hour carer phone calls are completed and followed up.
* Ensure carers receive a copy of the ward’s carers pack, including the carer letter.
* Invite carers to ward reviews.
* Collate themes from carer cards to support development of strategy and service.
* Lead on the monthly carers group, ensuring carers are invited and followed up.
* Maintain professional boundaries with service leaders and carers at all times.
* Document carer input on the Carenotes system and share information with the team.
* Refer carers to Carer services and support.
* Build links with local carer charities (e.g., Carers Support West Sussex).
* Attend the locality Triangle of Care meetings to represent carers’ voices and review carer involvement.
* Create relapse prevention and support plans with the carer.
* Initiate and follow up referrals to carer support.
* Monitor progress of the carer strategy and coordinate with the triangle of care lead.
Promoting Rights and Signposting
* Share information to support understanding and preparation for Care Plan Approach (CPA) meetings; prepare for Care Education and Treatment Reviews (CETR).
* Understand family and individual rights, including legal frameworks (MHA, MCA, Human Rights Act, Child and Families Act).
* Know the community teams and their roles (CYPS, CAMHS, IASS, CCGs).
* Signpost to groups in the local area and on social media.
* Provide information about key policies (e.g., NICE, STAMP, Transforming Care).
* Signpost when legal advice may be needed and how to access it.
This job description is not an exhaustive list; duties may be updated to meet organisational requirements. The post may change over time after consultation with the post holder.
Professional, Training, and Development
* Maintain a continuing professional development portfolio.
* Complete mandatory training in line with Trust policy and procedures.
* Participate in the staff appraisal process and supervise staff as required.
* Participate in local induction programmes for new staff as required.
* Comply with policies and procedures for annual leave, sickness and time owing.
* Keep updated on Trust policy matters.
* Maintain standards and professional practice as per Trust Policies/Procedures and relevant professional codes.
* Contribute to a learning environment for students and staff; contribute to the Trust nursing/AHP strategy.
* Promote awareness of the professional role within the team and across the service.
Person Specification
* Essential: NVQ III or equivalent; good general education with Maths and English to GCSE standard or equivalent.
* Desirable: Specialist Peer Support Training.
* Essential: Lived experience as a carer of a person with a mental health condition or illness.
* Essential: Relevant experience in an administrative/secretarial environment.
* Desirable: Previous experience in a health care environment.
Other Information
* Disclosure and Barring Service checks may apply; post is subject to Rehabilitation of Offenders Act provisions.
* Certificate of Sponsorship: Applications from job seekers requiring skilled worker sponsorship to work in the UK will be considered alongside others.
* Employer: Essex Partnership University NHS Foundation Trust; Location: Rochford Hospital, Rochford, SS4 1RB; Website: https://eput.nhs.uk/
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